Account Manager (On-Site Training & Client Success)

Account Manager

ICANotes was founded in 1999. We work with all clinical disciplines in both outpatient and inpatient settings to deliver the most clinically robust and intuitive charting solution for this specialty.

At ICANotes, we believe in fostering a culture of continuous improvement and learning. We prioritize adaptability over inflexible processes and encourage cross-functional teams to work together and collaborate to achieve shared objectives. We promote transparency and open communication within teams and stakeholders while fostering a culture of trust, respect, and accountability among team members.

This role offers the opportunity to join and support an established Account Management team while helping ICANotes continue to expand and enhance client success efforts. The scope of the position may grow over time, providing exposure to new projects, responsibilities, and areas of the organization based on individual strengths, interests, and evolving business needs.

The position is partially remote. Must reside in the following states: AZ, CA, CO, FL, GA, IN, MD, MN, MO, NH, NJ, NY, NC, PA, SC, TX, VA, WA.

Travel Requirement: Up to 20% as needed

ICANotes is expanding our Account Management team and is seeking a highly adaptable, relationship-driven Account Manager to support mid-sized and enterprise-level clients following implementation. This role is ideal for someone who is comfortable working directly with clients both remotely and on-site, delivering training, supporting adoption, and serving as a trusted point of contact throughout the client lifecycle.

This position plays a key role in ensuring client satisfaction, retention, and long-term success by providing hands-on support, coordinating internal resources, and responding to evolving client needs. The Account Manager must be flexible, highly communicative, and willing to travel on-site up to 20% of the time when needed.

Key Responsibilities

• Manage a portfolio of mid-sized and large ICANotes client accounts post-implementation
• Conduct on-site and virtual trainings for individual users and teams as needed
• Serve as the primary point of contact for assigned ICANotes accounts, building strong, long-term relationships
• Support clients with workflow optimization, system adoption, and best practices within ICANotes
• Identify client needs and coordinate with internal ICANotes teams including support, training, product, and leadership
• Proactively monitor account health, engagement, and satisfaction
• Assist with issue escalation, follow-up, and resolution to ensure timely outcomes
• Participate in client meetings, check-ins, and reviews both remotely and on-site
• Maintain accurate documentation of client interactions and account activity
• Support additional projects, initiatives, or responsibilities as ICANotes continues to grow and evolve

Qualifications

• Experience in account management, client success, training, or other customer-facing roles
• Comfort working directly with clients in professional on-site environments
• Strong communication, presentation, and interpersonal skills
• Ability to manage multiple accounts and priorities simultaneously
• Willingness and ability to travel up to 20% of the time
• Comfortable working independently while collaborating with cross-functional teams
• Strong problem-solving skills with a flexible, solutions-oriented mindset
• Experience in healthcare, health IT, SaaS, or regulated environments is a plus, but not required

Preferred Skills (Not Required)

• Experience delivering electronic software or workflow training
• Familiarity with enterprise or mid-market client environments
• Background in healthcare, behavioral health, or compliance-driven industries
• Ability to adapt quickly in a fast-paced, evolving organization

Benefits for full-time domestic employees

• Healthcare (medical, dental, vision)- company pays for up to 75% of health insurance for both employee and dependents - some plans with HSA options
• Basic term and optional term life insurance
• Short-term disability (paid for by the company) and long-term disability
• 401(k) and employer-matched retirement plan
• Paid time off that includes 8 sick leave days per year (80-hour annual rollover), 6 personal days per year (rollover all), and 12 vacation days per year (rollover all)

Note: This job description is not intended to be all-inclusive. Staff may perform other related duties as negotiated to meet the ongoing needs of the organization.